From dashboards to decisions. How do you get AI to recommend next best actions, not just reports

Most contact centers have invested heavily in analytics over the last decade. We have real-time dashboards, workforce reports, customer sentiment analysis, quality monitoring scores, and predictive insights. Yet many leaders still spend hours interpreting reports before taking action.

AI promises to change this by moving from reporting to recommendation. The question is no longer whether AI can tell us what’s happening. The question is whether AI can tell us what to do next and whether organizations are ready to trust those recommendations.

That’s what I’d love for us to unpack together:

• Are contact centers solving the wrong problem by focusing too much on dashboards?
• What is the most valuable ‘next best action’ use case you’ve seen AI deliver?
• How much autonomy should AI have in operational decision-making?
• Why do many AI recommendations fail to get adopted?
• Looking ahead three years, what decisions will AI routinely make in the contact center?

Meet The Panelist

Principal Consultant, Banking & Finance | Former Risk & Business Compliance Leader, SBM Bank (India) Ltd.

Komal Khullar

• Komal brings over 20 years of hands-on leadership across digital, retail, and commercial banking. Her work spans compliance, risk management, and digital transformation and what sets her apart is that she has navigated all of it from within institutions, not from the outside looking in. She now advises banks, financial institutions, and technology companies helping them work through the same challenges she spent two decades solving firsthand.

Head of Customer Experience at Vyapar

Abhishek Kumar

• Abhishek leads Customer Experience at Vyapar, one of India's largest SaaS platforms for small businesses, spanning products such as NeoDove and TaxOne. His whole discipline lives where metrics meet action, NPS, retention, and onboarding, where a number is only useful if it triggers the right intervention at the right moment.
• Having joined Vyapar as one of its first employees and built the function from scratch, he's scaled data-driven frameworks that, often automatically, decide what happens next for a customer.

Founder at Money Mantra

Viral Bhatt

• Viral has spent nearly twenty years doing exactly what this panel is about: turning a tangle of financial data into one clear move a person can make.
• As founder of Money Mantra, he takes a client's full picture, budgets, taxes, and goals, and converts them into their next best decision. He's also a familiar voice on CNBC, Zee Business, and Money9, and a columnist for the Free Press Journal, so translating complexity into action is his daily craft.

Executive Vice President at ClearTouch

Uthaman Bakthikrishnan

• I believe in the power of creation - it gives me a real high to grow something from scratch and make it sustainable. Identifying market opportunities, market gaps, and identifying the right talent for execution are some of my key strengths.